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Customer Service

For questions, comments or assistance, we invite you to contact us via email at warm@hearthstonestoves.com or call (877) 877-2113 between 9am and 6pm EST.

Refer below for the following information:

Pricing

Online Selection

Checkout Process

Shipping Methods

Freight Policy

Return Policy

Privacy Statement

Policy Changes

Warranty Registration


Pricing

All pricing is subject to change without notice. Program available in the US contiguous 48 states and excludes AK/HI. Consumers located outside this area should click here to find a local authorized Hearthstone dealer or send an email to warm@hearthstonestoves.com or call 877-877-2113.

Online Selection

Looking to purchase a Hearthstone? Browse our product selection by fuel type following the tabs at the top of the site.  Products are grouped together in the list by type: stoves, inserts, fireplaces, and cookstoves where available. The individual stove pages contain the specifications for each stove, including installation information, clearances, floor protection requirements, and accessories; all of which is collected in the downloadable owner’s manual under the documents tab.  We recommend visiting your local Authorized Hearthstone dealer and reviewing the owner’s manual thoroughly before completing your purchase. If you have any questions, we will be happy to assist you in any way we can.  Email warm@hearthstonestoves.com or call 877-877-2113 9am-6pm EST.

Checkout Process:

When you have made your selections, proceed to checkout from the shopping cart.   A major credit card is needed place an order and should match the Billing Information entered in the checkout process.   The Shipping Information you give should be the final destination of the product.  Options to ship to alternate locations will be selected in the Shipping Method portion of the checkout procedure.

Shipping Methods:

Authorized Hearthstone Dealer:
Your order will ship to an Authorized Hearthstone Dealer.  Pickup or delivery of your order to you home will be arranged through the Dealer.  Additional charges may apply.  Based on the shipping information you enter, you will be shown a list of Dealers available to complete your order.  Select your preferred Dealer from the options shown.
Our hearth specialist will be in contact within two business days to confirm your order and Dealer selection.  Once confirmed, this dealer will be your Authorized Servicing Dealer and will assist you with all installation, servicing and warranty needs.

Non Residential Delivery:
Your order ships to a commercial business with a loading dock.  The loading dock must be equipped with the necessary equipment to safely unload a pallet weighing up to 900lbs. from a trailer.
Our hearth specialist will be in contact within two business days to confirm your order, confirm that your commercial destination meets the requirements above and change the shipping information if necessary.
Our hearth specialist will connect you with your Authorized Servicing Dealer who will assist you with all installation, servicing and warranty needs.

Standard Threshold Delivery:
Your order is delivered to your driveway, curb side, front step, front door or inside your garage.  Your order will be unloaded from a lift gate-equipped truck and left in a location as determined by the delivery driver.  You will receive a call from YRC shipping company to arrange a delivery time.
Our hearth specialist will be in contact within two business days to confirm your order and approximate ship date.
Our hearth specialist will connect you with your Authorized Servicing Dealer who will assist you with all installation, servicing and warranty needs.

Premier Inside Delivery:
Your order is delivered into your home to a room of your choice.  This option includes 30 minutes of service for de-skidding, product placement, and debris removal to an off-site receptacle.  You will receive a call from YRC shipping company to arrange a delivery time.
Our hearth specialist will be in contact within two business days to confirm your order and approximate ship date.
Our hearth specialist will connect you with your Authorized Servicing Dealer who will assist you with all installation, servicing and warranty needs.

Freight Policy

Hearthstone reserves the right to select the Dealer for fulfillment of online orders at its own discretion. Criteria may include consumer preference, fuel purchased, product availability, customer service feedback from consumers, and/or other criteria. Applicable shipping rates are defined at the time an order is placed.

Hearthstone takes great care to package each product to minimize the potential for shipping/handling damage; however, damage may occasionally occur. There are two categories of order delivery: delivery from Hearthstone directly to the consumer, and delivery from Hearthstone to an authorized Hearthstone dealer. The receiving party is responsible for the inspection of the product upon receipt from the trucking company.

Please follow these guidelines when receiving a delivery:

     Upon receipt of the product, carefully inspect the exterior of the packaging for any damage, rips, tears, holes, etc. before removing the exterior packaging.

     Record any damage at the time of delivery on the bill of lading delivery document.

     If possible, document delivery damage with a photograph.

     Failure to properly notate damages or concerns at the time of receipt may result in the receiving party being responsible for the costs associated with replacement parts, shipping costs and labor to repair the product.

     If there is visible damage to package and the product appears damaged, the delivery may be refused.

     Remove all packaging and confirm the product is received in good condition.

Here are some areas to pay particular attention to:

     Product is fastened to the pallet and upright.

     Inspect the finish and packaging for chips or visible “dust” associated with the damage to finishes.

     Glass is not broken or cracked

     Confirm the receipt of all items with the item count listed on the bill of lading.

If a problem is discovered after the delivery has been accepted, please contact the servicing dealer or our Customer Service office at 877-877-2113 between 10am and 6pm EST, or email warm@hearthstonestoves.com. It may be possible to resolve the problem without returning the item.

Please retain all packaging material and a copy of the pack list and order receipt until satisfied with the condition of the purchase.  Refunds are issued to the credit or debit card used at the time of the original transaction for the original sale price plus applicable sales tax. Shipping, handling and installation charges will not be refunded unless Hearthstone is at fault in the shipment of the order.

Return Policy

Charges associated with each order are determined at the time of purchase. Any cost incurred by changes requested by the consumer after the order is placed will be the responsibility of the consumer.

Consumers may elect to return their orders within ten (10) calendar days of the receipt of their order provided that the product is in new condition and original packaging. The consumer will be responsible for all shipping and handling costs associated with a return or refused delivery unless it is rejected at the time of receipt due to shipping damage. If a consumer elects to return a product after 10 calendar days from the date of receipt, the consumer is responsible for all shipping and handling costs in addition to a 25% restocking fee.

Please call Customer Service at 877-877-2113 or email warm@hearthstonestoves.com for detailed return instructions and a Return Material Authorization Number. No product will be accepted for return without a RMA.

Privacy Statement

Hearthstone Quality Home Heating Products respects your privacy and the security of your personal data. This Privacy Notice describes the information we collect from you and how it is used.

Information We Collect:
Information collected includes: name, address, telephone number, email address, transaction information, and/or credit card information, whenever you create an account, request a brochure, complete warranty registration, and/or place and order on our website. We maintain the data that you provide us, along with a record of your purchase, in a secure database.

Using Collected Information:
Hearthstone’s goal is to provide you with the best possible shopping experience and fulfill your order. To do this, we collect information that allows us to:

     Process and track your order

     Contact you about the status of an order

     Send you catalogs or promotional offers we believe will be of interest to you

     Identify your product and service preferences

     Customize our communications to you

     Provide information concerning product recalls or products you have purchased

     Improve our merchandise selection and customer service


Information We Share with Others and Your Privacy Rights:
We contract with authorized dealers, shipping companies and other companies to provide certain services, including product fulfillment, shipping, name and address verification, email distribution, promotions management and payment processing. We provide these companies with only the information they need to perform their services and work closely with them to ensure that your privacy is respected and protected.

We do not make our mailing list and general shopping activity available to other companies.

When legally required, we may disclose specific information upon governmental request, in response to a court order. We may also share information with companies assisting in fraud protection or investigation. We do not provide information to these agencies or companies for marketing or commercial purposes.

Policy Changes

If our information practices change, we will post these changes on our Web site.

Warranty Registration

Please register your Hearthstone product using the online warranty registration here.

Hearthstone Quality Home Heating Products, Inc.
317 Stafford Avenue
Morrisville, Vermont 05661-8695